Overview of Reference Services

Working in general reference in a library is a lot like appearing on a quiz show without the benefits of selected categories and big prizes. Students, faculty, and other user categories including the surrounding community, need assistance in finding information from all disciplines, from accounting to zoology. At the first encounter, the reference interview is conducted in order to determine what is needed, and the best way in which the need may be fulfilled (through print or electronic sources, books or periodicals, etc.).

Although computers and other machines are an essential part of the current world of information, the traditional print format (books, journals, etc.) remain viable resources. Even though the card catalog has been displaced by the online (computer-based) catalog, the technology still points users to thousands of years of recorded knowledge and creativity which has been documented in printed book volumes. The Innovative system is used as the primary resource for the TSU Library Book collections, and also interfaces with the computer catalogs of several other institutions in the Nashville/Middle Tennessee area for expedited interlibrary lending and borrowing, and other document delivery transactions. Print versions of the Library of Congress serve as a general, although not item-specific, backup to Innovative if the system becomes unavailable.

Currently, one of the most heavily-used resources is InfoTrac, a computer-based periodical database containing recent information (1995 to the present). This database includes three indexes (health, business, and academic), and includes a number of full-text articles which may be printed or downloaded, while other resources appear in citation and/or abstract formats. Other frequently-used databases available through the TSU Library Database page included several variations of the Educational Resources Information Center (ERIC) system, which includes educational document (ED) and educational journal (EJ) listings; Psychological Abstracts in both its print and online versions (PsycInfo); the Modern Language Association international bibliography (MLA), for literature; MEDLINE, a major source for biomedical research from the National Library of Medicine; and the Cumulative Index to Nursing and Allied Health Literature (CINAHL).

With a number of terminals in the Reference Department providing direct access to the Internet, many of the same types of questions and situations arise regarding search strategies, pros and cons of Internet search engines such as Google, Yahoo, etc., along with determining quality information have also become part of general reference services. Users with challenges in the area of computer and information literacy are assisted alongside more experienced computer users who may have more specialized and/or technical expertise.

In addition to responding to the information needs of users from such a wide spectrum, the various machines such as computer workstations, printers, photocopiers, microform reader/printers, and typewriters; require ongoing maintenance from the library faculty, staff, and student assistants in the Reference Department. Inquiries from users are also received via telephone, fax, e-mail, and regular mail, which adds to the constant, yet always unpredictable workflow in the area.

All of these responsibilities require dedication, stamina, flexibility, considerable interpersonal skills, a healthy dose of optimism, and a sense of humor. While regular services hours include evenings and weekends, the Reference Department faculty and staff receives additional assistance from other library support personnel during mid-term and final examination periods when the library is open 24 hours. Student workers assigned to the Reference Department who exhibit dependable work habits and other positive characteristics also provide a valuable contribution to the department, along with making the area more "user-friendly" for their fellow students and other library users.